Accessible Information
Our commitment
Harley Mind Care Psychiatrists Ltd (“HMC”) is committed to making sure that you can understand the information we give you, and that you can communicate with us in a way that works for you. We follow the NHS Accessible Information Standard (DCB1605, 2016), the Equality Act 2010, the British Sign Language Act 2022, and the NHS Records Management Code of Practice (2021).
If you have a disability, impairment or sensory loss that affects how you receive or share information, we will adapt how we work with you. We do this from your first contact with us, not only after you ask.
What we can offer
Tell us about your communication needs and we will arrange the support that fits you. There is no cost to you for any of the below.
- British Sign Language (BSL) interpreters for D/deaf service users.
- Spoken-language interpreters for service users whose first language is not English. We use professional interpreters rather than family members for clinical content, unless you explicitly prefer otherwise.
- Easy-Read versions of written information for service users with learning disabilities or cognitive impairment.
- Large print documents (any reasonable point size).
- Audio formats — written information read aloud and supplied as a recording.
- Translated written materials in your preferred language.
- Extended consultation time where you need longer to process information or to make decisions.
- Autism-friendly adjustments — lower-sensory environments, predictable structure, written follow-up, advance information about who you will meet and what will happen.
- Pre-appointment familiarisation — we can share photographs of the clinical space, the clinician you will meet, and a step-by-step guide to what your appointment will look like.
- Virtual or face-to-face flexibility — if one format does not work for you, we will offer the other.
- Quiet, calm waiting arrangements at our clinical location.
- Where you have other communication needs we have not listed, please tell us — we will do our best to meet them.
How to tell us about your needs
You can tell us at any point — it does not have to be at the start. The earliest opportunities are:
- When you first contact us to register your interest or book an appointment.
- On the patient registration form, which has a dedicated section for communication and accessibility needs.
- By calling us on 0207 047 8888 or emailing hello@harleymindcare.com at any time before, between or after appointments.
- By telling any of our clinicians or administrators — they will record it for you.
If you usually communicate through a family member, carer or advocate, you are welcome to ask them to contact us on your behalf.
How we use this information
- We record your communication needs in your clinical record and flag them so that every member of our team who works with you can see them straight away.
- We meet those needs by default — you should not need to ask again at each appointment.
- We review your needs at each appointment in case anything has changed.
- With your consent, we share your communication needs with onward providers (your GP, any other clinician or organisation we refer you to) so that the same adjustments follow you through the system.
- We hold this information securely under UK GDPR, the Data Protection Act 2018 and our Information Security Management System (ISO 27001:2022, UKAS-accredited).
If we get it wrong
If we do not meet your communication needs — or if you feel an adjustment we made did not work for you — please tell us. You can:
- Tell us directly during your appointment or by contacting our main line on 0207 047 8888.
- Make a complaint under our Complaints Policy. We will not treat the complaint as adversarial and we use complaints to improve.
- Escalate to the Parliamentary and Health Service Ombudsman if you are not satisfied with our response: ombudsman.org.uk.
If we get it wrong
Accessible information at HMC is governed by:
- Accessible Information Policy (internal controlled copy)
- Equal Opportunities and Anti-Discrimination Policy — Service Provision
- Consent Policy
- Information Security Policy
The full controlled-copy policies are available on request.
About this page
This page is a public summary of HMC’s arrangements under the NHS Accessible Information Standard. It is reviewed annually and refreshed whenever underlying legislation or guidance changes.